Customer Services Representative
Venesky-Brown’s client, a public sector organisation in Glasgow, is currently looking to recruit an Enquiries Assistant for a 12 week contract on a rate of £12.72 per hour (PAYE).
Responsibilities:
– Provide information and guidance to prospective customers who contact the Enquiry Service via various enquiry channels including email, web form, phone and live chat.
– Assist with the preparation of operational reporting on various enquiry volume metrics and response times, across all enquiry submission channels, utilising systems as well as software such as Microsoft Excel.
– Act as a professional first point of contact for prospective customers as part of the Enquiries Team, providing excellent customer-service and ensuring that a positive, efficient and helpful first impression of the institution is given.
– Ensure that all information provided to the high volume of enquirers contacting the Enquiry Service is accurate, timely and tailored to suit the specific query submitted and to meet the needs of individual enquirers.
– Ensure that opportunities for conversion are maximised when interacting with prospective customers, and that the service given encourages progression to the next stage of the enquiry/application process.
– Update the departmental CRM system with appropriate information on enquiry outcomes as well as ensuring accurate maintenance of enquirer records, following departmental Standard Operating Procedures.
– Work closely with the Teams, where relevant, to ensure that queries around programme entry requirements or current application status can be responded to in as timely a manner as possible.
– Liaise with other support departments and Academic Schools to provide accurate, informative and helpful responses to queries.
– Assist with the maintenance of enquiry response email templates and other materials to support enquiry responses, and feedback suggestions for ways in which service can be enhanced
– Cascade or signpost relevant enquiries to other members of staff or partners, where appropriate.
– Ensure that enquiries are handled in a manner that complies with relevant policies and external legislation including GDPR and CMA.
– Support the general work of the Enquiry Service
Essential Skills:
– HND level or equivalent relevant experience
– Experience of delivering excellent customer-service, giving customers a positive impression of the organisation.
– Experience in working with information / Customer Relationship Management (CRM) systems in a Higher Education or commercial setting.
– Ability to work well in a fast-paced environment, often to tight deadlines.
– Excellent interpersonal, listening and verbal communication skills, to provide a positive first impression and effectively build a rapport.
– Ability to exercise initiative and cascade enquirers to other members of staff where appropriate.
– Appreciation of the different needs of applicants and enquirers from different markets.
– Strong written English skills, with an ability to convey information in a clear, accurate and helpful manner.
– Articulate, with attention to detail and strong numeracy skills
– Ability to work well as part of a team, communicating effectively with colleagues and co-operating on tasks where required.
– Customer-focused approach to all duties.
– Good decision making and problem solving skills
Desirable Skills:
– Degree
– Knowledge of Organisation’s distinctive selling proposition.
– An understanding of the statutory and compliance factors that govern data processing in general and Higher Education Admissions specifically.
If you would like to hear more about this opportunity please get in touch.
Responsibilities:
– Provide information and guidance to prospective customers who contact the Enquiry Service via various enquiry channels including email, web form, phone and live chat.
– Assist with the preparation of operational reporting on various enquiry volume metrics and response times, across all enquiry submission channels, utilising systems as well as software such as Microsoft Excel.
– Act as a professional first point of contact for prospective customers as part of the Enquiries Team, providing excellent customer-service and ensuring that a positive, efficient and helpful first impression of the institution is given.
– Ensure that all information provided to the high volume of enquirers contacting the Enquiry Service is accurate, timely and tailored to suit the specific query submitted and to meet the needs of individual enquirers.
– Ensure that opportunities for conversion are maximised when interacting with prospective customers, and that the service given encourages progression to the next stage of the enquiry/application process.
– Update the departmental CRM system with appropriate information on enquiry outcomes as well as ensuring accurate maintenance of enquirer records, following departmental Standard Operating Procedures.
– Work closely with the Teams, where relevant, to ensure that queries around programme entry requirements or current application status can be responded to in as timely a manner as possible.
– Liaise with other support departments and Academic Schools to provide accurate, informative and helpful responses to queries.
– Assist with the maintenance of enquiry response email templates and other materials to support enquiry responses, and feedback suggestions for ways in which service can be enhanced
– Cascade or signpost relevant enquiries to other members of staff or partners, where appropriate.
– Ensure that enquiries are handled in a manner that complies with relevant policies and external legislation including GDPR and CMA.
– Support the general work of the Enquiry Service
Essential Skills:
– HND level or equivalent relevant experience
– Experience of delivering excellent customer-service, giving customers a positive impression of the organisation.
– Experience in working with information / Customer Relationship Management (CRM) systems in a Higher Education or commercial setting.
– Ability to work well in a fast-paced environment, often to tight deadlines.
– Excellent interpersonal, listening and verbal communication skills, to provide a positive first impression and effectively build a rapport.
– Ability to exercise initiative and cascade enquirers to other members of staff where appropriate.
– Appreciation of the different needs of applicants and enquirers from different markets.
– Strong written English skills, with an ability to convey information in a clear, accurate and helpful manner.
– Articulate, with attention to detail and strong numeracy skills
– Ability to work well as part of a team, communicating effectively with colleagues and co-operating on tasks where required.
– Customer-focused approach to all duties.
– Good decision making and problem solving skills
Desirable Skills:
– Degree
– Knowledge of Organisation’s distinctive selling proposition.
– An understanding of the statutory and compliance factors that govern data processing in general and Higher Education Admissions specifically.
If you would like to hear more about this opportunity please get in touch.
